Frequently Asked Questions
Orders & Shipping:
Q: When will my order be sent?
We strive for all orders to ship within 3-5 business days. Please see our checkout page for shipping options and delivery times to your country.
Q: Can I change my shipping address?
If you want to change your shipping address, contact our customer service as soon as possible. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we cannot guarantee we can make the change.
Q: How do I track the status of my order?
To track your order, please add your order number and the email address used when placing your order. Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with the tracking number/package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.
Q: Can I cancel my order?
If you want to cancel your order, contact our customer service as soon as possible. For faster processing contact us within 3 days. Therefore, we can not guarantee that we can cancel your order.
Q: Will my items come in one package?
When your order has been registered with us, you will receive a confirmation email sent to the email address you provided when the order was placed.
Q: Can I make changes to my order?
If you wish to make changes to your order, you may contact our customer service on the same day that the order was placed at orders@bsmooth.co.za
Returns & Exchanges:
Q: How do I make a return?
Here at Bsmooth - Footlogix & Kinetics, we understand that it can be challenging to plan your return via a postal agent with any serious restrictions causing certain restrictions. We have extended our return window from 7 to 15 Days so that you have more than enough time to make your returns accordingly.
Please return all items with the original contents and packaging. To protect the original packaging please do not put tape or anything else directly on the packaging. Please note for health and hygiene reasons items such as pacifiers, baby bottles, and nursing pads cannot be returned.
Items that cannot be returned include:
– Goods with a broken seal
– Goods that do not have a price tag or label
If you choose to cancel your purchase and return your entire order, then the standard delivery option chosen when you made your purchase will be refunded.
IMPORTANT! All customers have the financial responsibility for their shipment coming to us if they do not use our return label. Note the parcel ID on the package that you send back to us and ask for a receipt. The return cost is $15 if you use the return label that came with your package. The return cost is charged in connection with the refund of your returned item/items.
Please return all items with the original contents and packaging. To protect the original packaging please do not put tape or anything else directly on the packaging. Please note for health and hygiene reasons items such as pacifiers, baby bottles, and nursing pads cannot be returned.
Items that cannot be returned include:
– Goods with a broken seal
– Goods that do not have a price tag or label
If you choose to cancel your purchase and return your entire order, then the standard delivery option chosen when you made your purchase will be refunded.
IMPORTANT! All customers have the financial responsibility for their shipment coming to us if they do not use our return label. Note the parcel ID on the package that you send back to us and ask for a receipt. The return cost is $15 if you use the return label that came with your package. The return cost is charged in connection with the refund of your returned item/items.
Q: How long does it take to process my return?
Generally, a refund will take up to 30 days, that’s including the 15 days you are returning and us processing it, with up to 45 days for it to process through the bank system. We will keep you updated via email, and let you know as soon as your parcel arrives with us, as well as when your refund has been completed refunded.
Q: I have not received my refund yet, what should i do…?
As soon as your return is processed and approved, you will be refunded to the payment option you used for your purchase. It may take up to 30 business days for us to process the return after we have received it.
Use a service where you are able to track the service and keep your proof of postage until your refund has been completely processed.
Use a service where you are able to track the service and keep your proof of postage until your refund has been completely processed.
Q: Can I have an exchange instead of a refund?
Unfortunately, we don’t offer any exchanges. You can, however, return your items and once you receive your refund you can simply purchase another item.
Q: What do I do if I entered an incorrect shipping address?
If you entered an incorrect address during the order place, Please Contact us at info@bsmooth.co.za within the 1-2 days.
General Questions:
Q: Are your products safe for diabetics?
All Bsmooth - Footlogix & Kinetics products are safe for diabetics, non-occlusive, alcohol- free with no added oils or fragrances.
Q: Do Bsmooth - Footlogix & Kinetics products/ingredients contain perfume or traces of nuts?
The Foot Fresh Spray, Shoe Fresh Spray, Massage Formula, Cuticle Conditioner Lotion and Foot Soak all contain fragrance. The rest of the Bsmooth - Footlogix & Kinetics products do not have any perfume ingredients. One of the reasons why the products work so well for everyone is because the majority of the product line is fragrance-free. Footlogix® products are all nut-free and safe for nut-allergies.
Q: Are Bsmooth - Footlogix & Kinetics products safe for people with cancer?
All Bsmooth - Footlogix & Kinetics products are absolutely safe for people with cancer or who are undergoing cancer treatment. All products only penetrate into the epidermis so nothing passes into the blood stream. The skin on anyone who has a compromised immune system, such as caused by cancer treatment, is usually dry. The urea, part of the body’s natural moisturizing factor, in the Footlogix products aids in keeping the skin well-moisturized and therefore more healthy, thus lessening the chance of micro-lesions, which could become a portal of entry for infection. The Footlogix DD Cream Mousse has highly efficacious antimicrobial properties, which result in a stronger skin barrier for healthier, happier feet.
Q: Are Bsmooth - Footlogix & Kinetics products vegan and toxic-free?
Bsmooth - Footlogix & Kinetics products do not contain any animal-derived ingredients. Therefore, they would be considered vegan. With regard to toxins, all of our formulas and ingredients adhere to the standards and guidelines set out by governing regulatory bodies, such as Health Canada and the FDA. As well, all of the ingredients in our products are present in concentrations, which are proven to be safe for our customers.
Q: Do your products have parabens or SLS (Sodium lauryl sulphate)
None of the Bsmooth - Footlogix & Kinetics products contain SLS. Our products do contain parabens but since they only affect the epidermis, we strongly believe in educating our team to ensure the subject of parabens is approached and explained correctly. As well, in the coming years, paraben-free versions of all Bsmooth - Footlogix & Kinetics products will be made available. Please send an email to info@bsmooth.co.za, if you would like to get a detailed explanation about this subject.